The rapid expansion of India's digital governance ecosystem under the Digital India initiative has positioned e- governance portals as critical platforms for delivering public services. However, the effectiveness of these platforms depends not only on service availability but also on ensuring accessibility, usability, and reliable performance. This study evaluates selected Indian e-governance portals to identify gaps affecting inclusive digital access. A mixed-method approach was adopted, combining automated accessibility testing based on WCAG 2.1 Level AA standards with a user perception survey conducted among 44 participants. The findings reveal a significant "Accessibility–Usability Gap." Although most respondents were digitally proficient young adults, only 13.6% reported being very satisfied with their overall experience. Approximately 50% identified technical glitches and poor system performance as primary barriers, while 45.5% reported inadequate mobile compatibility. Furthermore, 27.3% indicated that accessibility support features, such as screen reader compatibility, were insufficient. The study concludes that digital accessibility must extend beyond technical compliance to incorporate mobile-first design principles, improved system performance, and user-centered interface development. Implementing these improvements can foster a more inclusive, efficient, and equitable digital governance framework in India.
Shriniwar et al. (Thu,) studied this question.